Cancellation & Refund Policy
Last updated: May 2026
On every reservation you have the right to cancel free of charge up to at least 24 hours before the tour start. If a charge has been made, a full refund is guaranteed.
1. Standard Cancellation Terms
| Cancellation Timing | Cancellation Fee | Refund |
|---|---|---|
| 24 hours or more before tour start | Free | Full refund |
| Less than 24 hours before tour start | 100% of total price | No refund |
2. Refund Process
- Cancellation requests must be sent by email to hello@booknow.one or via our WhatsApp line.
- Receipt of your cancellation request is acknowledged by email.
- For credit card payments, the refund is credited to your card within 5–10 business days of cancellation approval (may vary depending on your bank's processing time).
- For cash payments, the refund is made by an agreed method (bank transfer, or in cash on the day of the reservation).
- Your reservation code and proof of payment may be requested to process the refund.
3. Weather and Force Majeure Cancellations
When a tour is cancelled for reasons outside the Company's control (adverse weather, changes in the cruise schedule, decisions by competent authorities, natural disasters, strikes, etc.), the following options are offered:
- ✓ Free choice of a new date
- ✓ Full refund (if payment has been made)
No cancellation fee is charged to the customer in these cases.
4. Hot-Air Balloon Tours — Special Conditions
🎈 This experience depends on weather conditions.
Hot-air balloon flights may be cancelled at the last minute due to meteorological conditions such as wind, fog, precipitation or visibility. Flight safety is always our top priority.
In case of cancellation due to weather:
- ✓ Right to reschedule free of charge
- ✓ Full refund option
The flight decision is made by the licensed balloon operator at the latest 1–2 hours before take-off. The customer is informed immediately.
5. Cancellations Caused by the Cruise Schedule
If the tour cannot be completed because the cruise ship docks late, departs early or changes its route:
- A proportional refund is considered for a partially completed tour.
- A full refund is issued if the tour did not start at all.
In such cases the ship captain's decision is determinative and the Company bears no liability; however, we do our utmost to minimize any inconvenience.
6. No-Show
If the reservation holder does not arrive at the designated meeting point on time, the tour is considered missed and no refund is issued. Delays must be reported in advance via WhatsApp or phone — the Company does its best to find a solution where possible.
7. Special Case Requests
For cancellations outside the above conditions due to illness, emergencies or unforeseen events, you can write to hello@booknow.one. Each request is evaluated on an individual basis.
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